OUR TEAM

Dr. Jon Anton

Founder

(also known as "Dr. Jon") is an Adjunct Professor at Purdue University, and director of benchmark research at Center for Customer-Driven Quality at Purdue. He specializes in enhancing call center strategy through call centers, and e-business centers, using the latest in telecommunications (voice), and computer (digital) technology. He also focuses on using the Internet for external customer access, as well as Intranets and middleware.

Since 1995, Dr. Jon has been the principal investigator of the Purdue University Call Center Benchmark Research. This data is now collected at the BenchmarkPortal.com Web site, where it is placed into a data warehouse that currently contains over ten million data points on call center performance. Based on the analysis of this data, Dr. Jon authors the following monthly publications: "The Purdue Page" in Call Center Magazine, "Dr. Jon´s Benchmarks" in Call Center News, "Dr. Jon´s Industry Statistics" in Customer Interface Magazine, and "Dr. Jon´s Business Intelligence" in the Call Center Manager´s Report.

Dr. Jon has assisted over 400 companies in improving their customer service strategy/delivery by the design and implementation of inbound and outbound call centers, as well as in the decision-making process of using teleservices providers for maximizing service levels while minimizing costs per call. In August of 1996, Call Center Magazine honored Dr. Jon by selecting him as an Original Pioneer of the emerging call center industry. In October of 2000, Dr. Jon was named to the Call Center Hall of Fame. In January of 2001, Dr. Jon was selected for the industry´s "Leaders and Legends" Award by Help Desk 2000. Dr. Jon is also a member of the National Committee for Quality Assurance.

Dr. Jon has guided corporate executives in strategically re-positioning their call centers as robust customer access centers through a combination of benchmarking, caller satisfaction measurement, re-engineering, consolidation, outsourcing, and Web-enablement. The resulting single point of contact for the customer allows business to be conducted anywhere, anytime, and in any form. By better understanding the customer lifetime value, Dr. Jon has developed techniques for calculating the ROI for customer service initiatives.

Dr. Jon has published 146 papers on customer service and call center methods in industry journals. In 1997, one of his papers on self-service was awarded the best article of the year by Customer Relationship Management Magazine.

Dr. Jon has published twenty-seven professional books:

• Coaching Call Center Agents
• Interpreting the Voice of the Customer
• Defining Customer Care
• Contact Center Management by the Numbers
• Listening to the Voice of the Customer
• Minimizing Agent Turnover
• Speech Enabled IVR Customer Service
• From Cost to Profit Center: How Technology Enables the Difference
• Managing Web-Based Customer Experiences: Self-service Integrated with Assisted Service
• Customer Service and the Human Experience: We, the People, Make a Difference
• Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company´s Destiny
• Offshore Outsourcing Opportunities
• Optimizing Outbound Calling: The Strategic Use of Predictive Dialers
• Customer Relationship Management Technology: Building the Infrastructure for Customer Collaboration
• Customer Obsession: Your Roadmap to Profitable CRM
• Integrating People with Process and Technology
• Selecting a Teleservices Partner
• How to Conduct a Call Center Performance Audit: A to Z
• 20:20 CRM A Visionary Insight into Unique Customer Contact
• e-Business Customer Service
• Customer Relationship Management, The Bottom Line to Optimizing Your ROI
• Call Center Performance Enhancement Using Simulation and Modeling
• Call Center Benchmarking: How Good is "Good Enough"
• Contact Center Management by the Numbers
• CRM: Making Hard Decisions with Soft Numbers
• Inbound Customer Contact Center Design
• Computer-Assisted Learning

Dr. Jon´s formal education was in technology, including a Doctorate of Science and a Master of Science from Harvard University, a Master of Science from the University of Connecticut, and a Bachelor of Science from the University of Notre Dame. He also completed a three-summer intensive Executive Education program in Business at the Graduate School of Business at Stanford University.